[Mike Halliday]

this customer has ripped you off, you don't want them for life, tell them to go f@*k themselves,

they 'll be having a real good laugh at you,  as you said they were going to recover the suite this year anyhow  but now they are getting a free recovered suite and you're going to clean a carpet for free

people like this are more trouble than they are worth. Plus any people they reccomends will be aware of this claim against you so will be looking to try it on as well.

you don't need customers like this

MIke

[Ian Gourlay]

I think John has been a good Fasttracker as Dave was before him.



Which is wht they charge higher than average prices

It all comes as part of the deal

[Dynafoam]

Mike,

I think that saying the customer has ripped John off is a little harsh.

After all, John admitted to all concerned that he had caused damage to the suite (Good on you John). Though 'nicer' people might have accepted that since they intended to get the suite recovered at a later date, they would overlook the damage, since they were paying to have it cleaned, they were expecting a bit more use out of it first.

John was unfortunate in that this could easily happen to just about any cleaner. By keeping his cool and behaving in a reasonable manner he has recovered the situation so well that he was offered further paid work. By offering to clean the carpet free of charge, showing that he is much more than just a reasonable man, he may yet avoid the cost of repairing the arm.

[Mike Halliday]

John the suite was going to be recovered in the new year, I sure the mark left by john niether detracted from the use of the settee or greatly effected the appearance. For them to insist on a recovering was I think unreasonable.

over the limited year I've bean dealing with customers I've found there is no happy ending when you do something wrong even if you put it right the customer rarely uses you again, to try and rescue a bad situation is often a waste of time. they still have a bad opinion of you.

I've done things wrong in the past, I put them right and left it at that, its piontless trying to rescue a lost cause.

I spend my time concentrating on the customer who love me, not think bad of me


Just my opinion

Mike

[Ken Wainwright]

I appreciate your perspective Mike, but I disagree.

It is common practice within the commercial world to make good any losses and to then provide that little bit extra above and beyond the original complaint. For example, a faulty bar of chocolate is replaced plus a bag of goodies extra. It is a gesture of goodwill and also a small way of saying sorry for the inconvenience caused.

The public are fed up of being fobbed off with excuses and when John F rightly put his hands up to the error, they expected things to be put right. This has been arranged and the customer has received outside confirmation that the proposed repairs are indeed fair. The fact that they were considering replacement has no baring on the matter whatsoever. John's offer to clean the carpet foc is a smart move. Why? It shows that he is a caring and honourable businessman. With his approach and actions, John now stands a chance of repeat work in the future. Plus recommendations as the customer now knows that if things go wrong, it'll be put right. Of course, they could always take pot luck next time and stick a pin somewhere in Yellow Pages and hope for the best.

If the customer was a custard, John wouldn't have been invited to clean the lounge carpet. Well done John.

Safe and happy outcome
Ken

[Shaun_Ashmore]

Would it be fair to say John has gone above and beyond what he should have been expected to do?

I think rescueing the situation and then turning it to his favour will only in the long turn save his integrity as they should not be able to talk bad of him.

If I'd have done it I would have burnt the whole suite and bugger um

Shaun

[John_Flynn]

Mike

You got it wrong, only one arm on a chair of the suite has been recovered.

The customer HAS NOT got a FREE complete recover.

[Mike Halliday]

oh thats alright then

I'd hate anyone to take advantage of your kind nature!

Mike